Customer Experience Coordinator

United Kingdom·CricklewoodFull-Timemid

OtherCustomer SuccessCustomer ExperienceCustomer Experience Coordinator

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Overview

About Us At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward,

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OtherCustomer SuccessCustomer ExperienceCustomer Experience Coordinator

At Splend, we're on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But we aren't just about vehicle ownership. We're also fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

You’re able to stay calm when someone else is upset. You don’t take it personally and you like helping work through a problem.
You take pride in following through on the small details. Logged notes, completed follow-ups, no loose ends.
You want a hands-on role where no two days are the same, working face-to-face with customers from all walks of life.

About the Role

~2 min read

As an InLife Coordinator, you’ll be the friendly face of Splend for our customers after they’ve collected their vehicle.

Based at our Cricklewood hub, you’ll help drivers with everything from vehicle swaps and returns to accident damage, warranty questions and contract queries.

You’ll listen, explain what happens next in plain terms, and work with our fleet and sales teams to get things sorted. Most issues are resolved face-to-face, and you’ll have a supportive team around you.

Welcome customers who walk in or book appointments, and help them with accident damage, warranty claims, breakdowns and contract queries, with empathy and professionalism

Handle sensitive conversations about billing, repairs and contract breaches calmly and clearly, and explain next steps, responsibilities and costs fairly and consistently

Carry out vehicle damage inspections and document your findings accurately

Spot issues early and resolve them before they escalate or lead to a contract ending

Look after each customer from onboarding through to the end of their contract, with timely follow-up

Record every interaction accurately in our CRM and vehicle systems (Zoho, Excel and Outlook), and complete the admin that keeps accounts and policies in order

Work closely with our fleet and sales teams to coordinate inspections, repairs and servicing

Process insurance policies and manage bookings, making sure customers follow their contracts and company policies, with a balance of firmness and empathy

Experience in a customer service role, with a focus on delivering a great customer experience
Strong communication and organisation skills, and confidence managing customer expectations
A calm, professional and empathetic approach when things get stressful
Enjoyment of variety and keeping on top of several things at once
A full UK driving licence
Availability to work Monday - Friday (Weekday Hours 8:30am - 5:30pm) & Saturday rotation scheme (9am - 4:30pm - 4 weeks on 4 weeks off)

What We Offer

~1 min read

💰 Bonus scheme: Opportunity to earn based on your performance

🏖️ Annual leave: 25 days + bank holidays

🎂 Day off for your Birthday!

📖 Dedicated Learning & Development platform  

❤️‍🩹 Private Health Insurance and Monthly Wellness Allowance

💭 Employee Assistance Program

Intro with our Talent team to understand your background, aspirations, and answer your questions.

Interview with the hiring manager to discuss your experience and how it aligns with this role.

Where it applies, we’ll ask you to complete a practical case study.

Final interview to discuss Splend’s long-term vision and to check any remaining questions.

At Splend, we value diversity and inclusion and consider it key to our success. We’re dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.

If this role sounds like you, but you're not quite sure if you meet every requirement, apply anyway. We're interested in the whole person - your attitude, your potential, and what you'd bring to the team - not just a checklist of credentials. We'd rather hear from you than have you talk yourself out of it.

When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.